Latch
Making spaces better places to live, work, and visit.
As a part of Latch’s leadership team, I was brought on to establish the Product Design practice—maturing the company’s overall product strategy and design processes, developing a design system, and evolving product experiences to address new feature launches.
Over the past two years, I led a significant evolution of the Latch product experiences, redesigning the core software products: Latch Manager and Latch App. The redesign addressed a major shift from access-based products to a full suite of hardware, software, and services. During this time, Latch also successfully filed its IPO.
Product Design
Evolving the Latch Manager SaaS product from database management to fully featured enterprise software.
Site architecture was a patchwork of database pages and inconsistent functionality from previous product evolutions.
SOLUTION
Build a unified, scalable, and flexible site architecture to accommodate common use cases and product features.
Common tasks required extremely tedious manual processes, often supported by the Latch CS team.
SOLUTION
Introduce new functionality that allows users to quickly perform common tasks (i.e. bulk actions, filtering, and tagging).
Users were interacting with flat database pages with limited customization, personalization, and basic functionality.
SOLUTION
Provide an informed user experience with data insights, advanced settings, contextual communications, activity visibility, and new product features.
What we accomplished:
New Site Architecture
Roles and Permissions
Door Schedules/Room Bookings
Integrations/API Orchestration
Bulk Actions, Tagging, Filtering
Interactive Table, Property Selector
Analytics, Reporting
Conversational UI, Global Search
Activity Log, Package/Video Access Logs
Communications Center, Alerts Module
Design System
Product Design
Evolving the Latch App from simply unlocking doors to providing tenants a whole suite of residential services.
As part of the evolution of the Latch App we introduced a new architecture to showcase home devices vs. services, while using the homepage for onboarding, notifications, and other direct-to-resident communications.
The addition of services became the greatest opportunity for app engagement. With the addition of Service Requests, Room Bookings, and Rent Payments, we completely changed residents’ expectations, and opened the door to future product and feature launches.
What we accomplished:
Notifications/Messaging Dashboard
Service Requests
New Tenant Services (i.e. Internet)
Conversational UI/Search
Package Delivery Assistant
Room/Amenity Bookings
Rent Payments
Product Design + Research
New LatchOS Features
Reimagining the modern building
Visitor Express
Visitor entry at commercial offices is complicated. From long lines in the lobby, to annoying visitor invitation processes for tenants, to cumbersome check-in for building staff, there has never been a unified solution that meets everyone’s needs.
Latch Visitor Express is changing that. From towering high rises to smaller offices without front desk staff, our commercial building visitor solution makes it easier for any guest to get from the front door, through the lobby, and to their meeting, fast and simple.
Guest + Delivery Management
Latch always made it simple to share access with guests, and the Latch Intercom guarantees that even unexpected guests can always get in. When visitors and delivery providers arrive, they simply dial using the intuitive interface and tactile buttons. A Latch user, building staff, or the Latch Delivery Assistant answers the call, and all it takes is a single tap to let their guests in from anywhere.
Instead of overflowing package rooms or towering stacks of boxes, the Latch Delivery Assistant’s virtual doorman ensures that delivery providers can always get in. Once packages are delivered, building partners have the tools they need to manage the influx of deliveries, and when paired with the Latch Camera, can also monitor the package room to keep the space secure.
Another aspect of Latch design I led was the on-device interaction. With the launch of Latch Intercom and other new smart access devices, I focused on designing new patterns that would make the use of our products faster and simpler.
Some of the solutions for our new interaction system meant that there would be both a physical element on the access devices, as well as a digital aspect via the Latch app or a web app/email. Designing and testing patterns across the devices successfully proved we could optimize the on-device experiences by driving functionality to different touchpoints at different stages in the user journey.